---
title: Web research and recommendation AI agent
description: This AI agent resolves issues by analyzing the problem and generating resolution steps using web search tools.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/intelligent-experiences/plat-ai-web-research-and-recommendation-ai-agent.html
release: australia
topic_type: reference
last_updated: "2026-08-14"
reading_time_minutes: 2
breadcrumb: [ServiceNow AI Platform AI agents, ServiceNow AI Platform, AI agents library, AI assets, Enable AI experiences]
---

# Web research and recommendation AI agent

This AI agent resolves issues by analyzing the problem and generating resolution steps using web search tools.

## Workflow

The agent is intended for users who require assistance in troubleshooting and resolving technical or nontechnical issues.

1.  Get record details for the given task, such as the description and short description.
2.  Check whether search is enabled. If enabled, proceed to the next step; otherwise, end the workflow.
3.  Analyze the description and use the Web search tool to find resolution steps.
4.  Format and present the results to the user in HTML.

<table><thead><tr><th>

Field

</th><th>

Description

</th></tr></thead><tbody><tr><td>

Allow third party to access this AI agent

</td><td>

When enabled, third-party AI agents can use this agent. This value is off \(false\) by default. This setting is defined in the AI Agent configs \[sn\_aia\_agent\_config\] table on the External discoverable field.

</td></tr><tr><td>

Allow AI specialists to access this AI agent

</td><td>

When enabled, AI specialists can use this agent. This value is off \(false\) by default. When set to true, more configuration options for tools become available so that an AI specialist can map inputs and response templates to tool outputs. This setting is defined in the AI Agent configs \[sn\_aia\_agent\_config\] table on the Specialist enabled field.

</td></tr><tr><td>

Manage long-term memory

</td><td>

When enabled, all previous user interactions are used as context for the LLM. This value is off \(false\) by default. This setting is defined by the **sn\_aia.ltm.enable\_long\_term\_memory** system property. For more information, see [ServiceNow Otto AI agents reference](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/intelligent-experiences/na-aia-reference.md).

</td></tr><tr><td>

Tools

</td><td>

-   **Script**

Search enabled

-   **Web search**

Use web search


</td></tr><tr><td>

Allowed user roles The specific user roles that can access this AI agent.

</td><td>

sn\_uxc\_gen\_ai.platform\_ai\_web\_search\_recommender

</td></tr><tr><td>

Data access roles The specific user identity roles that determine which data the AI agent can access and what actions it can take.

</td><td>

sn\_uxc\_gen\_ai.platform\_ai\_web\_search\_recommender

</td></tr><tr><td>

Triggers

</td><td>

Optional. None defined by default. An admin can specify triggers if desired. For more information, see [Add a trigger to an AI agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/intelligent-experiences/add-trigger-aia.md).

</td></tr><tr><td>

Channels

</td><td>

Configure an assistant for Virtual Agent or ServiceNow Otto panel using [Assistant Designer](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/conversational-interfaces/configure-now-assist-va.md).

</td></tr><tr><td>

Used in agentic workflows

</td><td>

Not applicable.

</td></tr></tbody>
</table>**Parent Topic:**[ServiceNow AI Platform AI agents](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/intelligent-experiences/platform-ai-agents-overview.md)